Problem Determination Guide (Revised March 30, 2007)

Transcription

1 IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide (Revised March 30, 2007) Version 2.1 SC

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3 IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide (Revised March 30, 2007) Version 2.1 SC

4 Note Before using this information and the product it supports, read the information in Notices on page 21. This edition applies to version 2, release 1, modification level 0 of IBM Tivoli Configuration Manager for Automated Teller Machines (program number 5724-E50) and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright International Business Machines Corporation 2000, All rights reserved. US Government Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

5 Contents About this guide v Who should read this guide v What this guide contains v Publications v IBM Tivoli Configuration Manager for Automated Teller Machines v Prerequisite publications vi Accessing terminology online vii Accessing publications online vii Ordering publications vii Accessibility viii Tivoli technical training viii Support information viii Conventions used in this guide viii Typeface conventions viii Operating system-dependent variables and paths ix Command syntax ix Chapter 1. Introduction What is new in IBM Tivoli Configuration Manager for Automated Teller Machines, Version 2.1 Fix Pack Chapter 2. Troubleshooting Problems.. 3 Common troubleshooting techniques Checking the Tivoli server Checking connectivity to the automated teller machine Checking RIM Recovering deleted product information....4 Locating your software packages after uninstalling the product Troubleshooting installation problems The cmatmsummary.log File The cmatm_init.log File Message: Unable to locate the Tivoli server...5 Message: Unable to connect to the database...6 Troubleshooting configuration problems Troubleshooting a failed activity plan Troubleshooting inventory problems Enabling the Inventory trace On an automated teller machine From the Tivoli server Checking for a failed inventory scan Checking for Missing Data in the ATM_Queries Queries Chapter 3. Messages Message Format Message Number Message Text Message Help Explanation Message Variables System Action Operator Response See Messages Issued by the Product Appendix A. Accessibility Navigating the interface using the keyboard...15 Magnifying what is displayed on the screen...15 Appendix B. Support information Searching knowledge bases Searching the information center Searching the Internet Obtaining fixes Receiving weekly support updates Contacting IBM Software Support Determining the business impact Describing problems and gathering information 20 Submitting problems Notices Trademarks Index Copyright IBM Corp. 2000, 2007 iii

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7 About this guide Who should read this guide What this guide contains This guide helps you to handle any problems you may encounter using IBM Tivoli Configuration Manager for Automated Teller Machines, Version 2.1. It also details all the error and warning messages issued by the product. This guide is for system administrators who want to install and use IBM Tivoli Configuration Manager for Automated Teller Machines Fix Pack 1 to manage Windows automated teller machines that use the extensions for Financial Services (XFS) interface specification Release 2.0, 3.0.2, or 3.0.3, referred to in this document as Windows XFS automated teller machines. You should have knowledge of: v Windows XFS automated teller machines v Tivoli Management Framework v Software Distribution v Inventory v Database and Structured Query Language (SQL) concepts This guide contains the following sections: v Chapter 1, Introduction, on page 1 describes the automated teller machine management capabilities provided by IBM Tivoli Configuration Manager for Automated Teller Machines. v Chapter 2, Troubleshooting Problems, on page 3 assists you in isolating and correcting error conditions. v Chapter 3, Messages, on page 11 describes the warning and error messages issued by the IBM Tivoli Configuration Manager for Automated Teller Machines product. It also explains the format of the message number and the type of help information available. Publications This section lists publications in the IBM Tivoli Configuration Manager for Automated Teller Machines library and any other related documents. It also describes how to access Tivoli publications online, how to order Tivoli publications, and how to submit comments on Tivoli publications. IBM Tivoli Configuration Manager for Automated Teller Machines The following documents are available in the IBM Tivoli Configuration Manager for Automated Teller Machines library: v IBM Tivoli Configuration Manager for Automated Teller Machine: User's Guide, SC Provides information about planning, installing, and using IBM Tivoli Configuration Manager for Automated Teller Machines, Version 2.1. Copyright IBM Corp. 2000, 2007 v

8 v IBM Tivoli Configuration Manager for Automated Teller Machine: Problem Determination Guide, SC Provides information to handle any problems you may encounter while using IBM Tivoli Configuration Manager for Automated Teller Machines, Version 2.1. v IBM Tivoli Configuration Manager for Automated Teller Machines: Installation and Configuration Guide for Fix Pack 1, GC Provides information about planning, installing, and using IBM Tivoli Configuration Manager for Automated Teller Machines, Version 2.1 Fix Pack 1. v IBM Tivoli Configuration Manager for Automated Teller Machine: Release Notes, SC Provides late-breaking information about IBM Tivoli Configuration Manager for Automated Teller Machines, Version 2.1. Prerequisite publications To use the information in this guide effectively, you must have some prerequisite knowledge, which you can obtain from the following publications: v IBM Tivoli Configuration Manager: Introducing IBM Tivoli Configuration Manager, GC Provides an overview of IBM Tivoli Configuration Manager and its components, as well as a series of scenarios that introduce you to the tasks you can perform. v IBM Tivoli Configuration Manager: Planning and Installation, GC Explains how to plan or upgrade your deployment of IBM Tivoli Configuration Manager in a Tivoli environment as well as how to install, upgrade, and uninstall the components of IBM Tivoli Configuration Manager using the available installation mechanisms. v IBM Tivoli Configuration Manager: Messages and Codes, SC Details all the error and warning messages and error codes issued by all of the components of IBM Tivoli Configuration Manager, and their sub-components. v IBM Tivoli Configuration Manager: User s Guide for Software Distribution, SC Provides information about the concepts and procedures necessary for you to effectively use the Software Distribution component of IBM Tivoli Configuration Manager, to distribute software over local area networks (LANs) and wide area networks (WANs). v IBM Tivoli Configuration Manager: Reference Manual for Software Distribution, SC Provides advanced information about how to use and customize the Software Distribution component of IBM Tivoli Configuration Manager. v IBM Tivoli Configuration Manager: User s Guide for Inventory, SC Provides information about the Inventory component of IBM Tivoli Configuration Manager. It includes an introduction to the Inventory component and information about, procedures for, and examples of the management tasks that you can perform using Inventory. v IBM Tivoli Configuration Manager: Database Schema Reference, SC Provides information about the configuration repository of IBM Tivoli Configuration Manager. It includes descriptions of the views, queries, and tables used in the configuration repository, as well as an explanation of history tracking. v Tivoli Management Framework: Planning for Deployment Guide, GC Explains how to plan for deploying your Tivoli environment. v Tivoli Management Framework: User s Guide, GC vi IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide

9 Describes the concepts and procedures for using Tivoli Management Framework services. v Tivoli Management Framework: Reference Manual, GC Provides in-depth information about Tivoli Management Framework commands. v Troubleshooting Tivoli Using the Latest Features, SG This redbook is an update of the existing Tivoli Enterprise Internals and Problem Determination, SG redbook. Accessing terminology online The Tivoli Software Glossary includes definitions for many of the technical terms related to Tivoli software. The Tivoli Software Glossary is available at the following Tivoli software library Web site: The IBM Terminology Web site consolidates the terminology from IBM product libraries in one convenient location. You can access the Terminology Web site at the following Web address: Accessing publications online The documentation CD contains the publications that are in the product library. The format of the publications is PDF, HTML, or both. Refer to the readme file on the CD for instructions on how to access the documentation. Ordering The product CD contains the publications that are in the product library. The format of the publications is PDF, HTML, or both. To access the publications using a Web browser, open the infocenter.html file. The file is in the appropriate publications directory on the product CD. IBM posts publications for this and all other Tivoli products, as they become available and whenever they are updated, to the Tivoli software information center Web site. Access the Tivoli software information center by first going to the Tivoli software library at the following Web address: Click Tivoli product manuals. In the Tivoli Technical Product Documents Alphabetical Listing window, click IBM Tivoli Configuration Manager for Automated Teller Machines to access your product library at the Tivoli software information center. Note: If you print PDF documents on other than letter-sized paper, set the option in the File Print window that allows Adobe Reader to print letter-sized pages on your local paper. publications You can order many Tivoli publications online at the following Web site: pbi.cgi About this guide vii

10 You can also order by telephone by calling one of these numbers: v In the United States: v In Canada: In other countries, contact your software account representative to order Tivoli publications. Accessibility Accessibility features help users with a physical disability, such as restricted mobility or limited vision, to use software products successfully. With this product, you can use assistive technologies to hear and navigate the interface. You can also use the keyboard instead of the mouse to operate all features of the graphical user interface. For additional information, see the Appendix A, Accessibility, on page 15. Tivoli technical training For Tivoli technical training information, refer to the following IBM Tivoli Education Web site: Support information If you have a problem with your IBM software, you want to resolve it quickly. IBM provides the following ways for you to obtain the support you need: v Searching knowledge bases: You can search across a large collection of known problems and workarounds, Technotes, and other information. v Obtaining fixes: You can locate the latest fixes that are already available for your product. v Contacting IBM Software Support: If you still cannot solve your problem, and you need to work with someone from IBM, you can use a variety of ways to contact IBM Software Support. For more information about these three ways of resolving problems, see Appendix B, Support information, on page 17. Conventions used in this guide Typeface This guide uses several conventions for special terms and actions, operating system-dependent commands and paths, and margin graphics. conventions This guide uses the following typeface conventions: Bold v Lowercase commands and mixed case commands that are otherwise difficult to distinguish from surrounding text v Interface controls (check boxes, push buttons, radio buttons, spin buttons, fields, folders, icons, list boxes, items inside list boxes, multicolumn lists, containers, menu choices, menu names, tabs, property sheets), labels (such as Tip:, and Operating system considerations:) viii IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide

11 Italic v Column headings in a table v Keywords and parameters in text v Citations (titles of books, diskettes, and CDs) v Words defined in text v Emphasis of words (words as words) v Letters as letters v New terms in text (except in a definition list) v Variables and values you must provide Monospace v Examples and code examples v File names, programming keywords, and other elements that are difficult to distinguish from surrounding text v Message text and prompts addressed to the user v Text that the user must type v Values for arguments or command options Operating system-dependent variables and paths This guide uses the Windows convention for specifying environment variables and for directory notation. Command When using the UNIX command line, replace %variable%with $variable for environment variables and replace each backslash (\) with a forward slash (/) in directory paths. Note: If you are using the bash shell on a Windows system, you can use the UNIX conventions. syntax These special characters are used to define command syntax: [ ] Identifies optional arguments. Arguments not enclosed in brackets are required.... Indicates that you can repeat the previous argument or specify multiple values for the previous argument. Indicates mutually exclusive information. You can use the argument to the left or to the right of the separator. You cannot use both arguments in a single use of the command. { } Limits a set of mutually exclusive arguments when one of the arguments is required. If the arguments are optional, they are enclosed in [ ] (brackets). About this guide ix

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13 Chapter 1. Introduction This guide contains information on the troubleshooting techniques you can use to solve IBM Tivoli Configuration Manager for Automated Teller Machines problems. It also contains message help information for error messages issued by IBM Tivoli Configuration Manager for Automated Teller Machines that are referenced by a unique message reference number. IBM Tivoli Configuration Manager for Automated Teller Machines provides a centralized system management tool on the Tivoli platform for Windows 2000, and Windows XP automated teller machines that use the extensions for Financial Services (XFS) interface specification Release 2.0, 3.0.2, or These automated teller machines, are referred to in this document as Windows XFS automated teller machines. In providing integration of Windows XFS automated teller machines with the Tivoli Management Framework, IBM Tivoli Configuration Manager for Automated Teller Machines enables: v Collecting and querying of inventory information for automated teller machines. v Distributing of software to your automated teller machines. v Rebooting of automated teller machines. Refer to the IBM Tivoli Configuration Manager for Automated Teller Machine: User's Guide for a detailed explanation. What is new in IBM Tivoli Configuration Manager for Automated Teller Machines, Version 2.1 Fix Pack 1 This section lists the new features available in IBM Tivoli Configuration Manager for Automated Teller Machines, Version 2.1 Fix Pack 1: v Support of XFS and v Support of Tivoli Management Framework, Version v Support of the Inventory component of IBM Tivoli Configuration Manager, Version v Support of the Software Distribution component of IBM Tivoli Configuration Manager, Version v A new activity plan to scan and configure automated teller machines at a scheduled date and time. If you install the Activity Planner services of IBM Tivoli Configuration Manager, Version 4.2.3, you can use the ATM_Configuration_Fix_Plan.v2.1.FP01.xml plan to configure and scan automated teller machines at a specific date and time. For additional information, see IBM Tivoli Configuration Manager for Automated Teller Machines: Installation and Configuration Guide for Fix Pack 1. Copyright IBM Corp. 2000,

14 What is new 2 IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide

15 Chapter 2. Troubleshooting Problems This chapter addresses common problems that you could encounter while using IBM Tivoli Configuration Manager for Automated Teller Machines to manage your automated teller machines. It includes information about: v Common troubleshooting techniques. See Common troubleshooting techniques for a detailed explanation. v Solving installation problems. See Troubleshooting installation problems on page 5 for a detailed explanation. v Solving configuration problems. See Troubleshooting configuration problems on page 6 for a detailed explanation. v Solving inventory problems. See Troubleshooting inventory problems on page 7 for a detailed explanation. Note: Much of the troubleshooting must be done locally at the automated teller machine. Common troubleshooting techniques This section describes general troubleshooting techniques for most IBM Tivoli Configuration Manager for Automated Teller Machines problems. When you encounter a problem, use these techniques first to try to solve the problem. These techniques involve: v Checking the Tivoli server. See Checking the Tivoli server for a detailed explanation. v Checking the connectivity. See Checking connectivity to the automated teller machine for a detailed explanation. v Checking the RIM. See Checking RIM on page 4. v Checking a failed activity plan. See Troubleshooting a failed activity plan on page 6. v Recuperating deleted product information. See Recovering deleted product information on page 4. Checking the Tivoli server To check the Tivoli server: v Verify that IBM Tivoli Configuration Manager for Automated Teller Machines is installed on the Tivoli server by running the wlsinst ah command. If it is not installed, install it as described in the IBM Tivoli Configuration Manager for Automated Teller Machine: User's Guide. v Ensure that the Tivoli Management Framework authorization roles are set appropriately. Checking connectivity to the automated teller machine To check that connectivity to an endpoint has been correctly established verify one of the following: v The connectivity between the Tivoli server and the endpoint associated with the problem, by entering one of the following commands: ping command. Copyright IBM Corp. 2000,

16 Common Troubleshooting Techniques Checking wep command. Refer to the Tivoli Management Framework: Reference Manual for detailed information about the command. v The connectivity between the Tivoli server and the gateway associated with the problem, by entering one of the following commands: ping command. wgateway command. Refer to the Tivoli Management Framework: Reference Manual for detailed information about the command. RIM To verify that RIM is working properly: v Check the connectivity to the database for Inventory using the wrimtest command. For information about this command, refer to the Tivoli Management Framework: Reference Manual. v If necessary, enable RIM tracing with the wrimtrace command. The trace information will be written to the rim_db_log file on the RIM host. For information about this command, refer to the Tivoli Management Framework: Reference Manual. v For more information about using RIM, refer to Using Databases with Tivoli Applications and RIM. Recovering deleted product information If you erroneously deleted any of the following product information from your environment you can use the cmatm.init and cmatm_patchfp01 files to recuperate it: v ATM_Configuration.2.1 profile v ATM_Configuration_Fix.v2.1.FP01 profile v ATM_InventoryScan profile v Some queries The cmatm.init and cmatm_patchfp01 files are stored on the Tivoli server in the $BINDIR/TME/sst/ntxfs directory. To recuperate the product information perform the following steps on the Tivoli server: 1. Open a command prompt. 2. Open a UNIX shell script and run the following command: sh cmatm_patchfp01 sh cmatm.init Note: If you upgraded from Tivoli Self-Services Terminal Manager, use the cmatm_upg.init file to recuperate the product information. It is stored on the Tivoli server in the $BINDIR/TME/sst/ntxfs directory. Locating your software packages after uninstalling the product If you created your own software packages in the CM_ATM_Configuration profile manager when you uninstall the product the software packages are deleted and moved into the lost-n-found collection of Tivoli Management Framework. Tivoli Management Framework provides a lost-n-found collection on the server to store database objects that are orphaned due to broken links or lost data. To recover from this situation, perform the following actions: v Use the wls /lost-n-found command to list the contents of this collection. 4 IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide

17 Checking RIM v Check the notice groups to determine why the software package was moved. A notice is generated whenever a software package is moved to the lost-n-found collection. v Use the wmvspobj command to move the software package from the lost-n-found collection to a profile manager. Refer to the IBM Tivoli Configuration Manager: User s Guide for Software Distribution for detailed information. Troubleshooting installation problems This section describes the log files written during the installation process and procedures to solve common installation problems. Before using the procedures described in this section verify that your problem is not related to the problems described in Common troubleshooting techniques on page 3. This section describes the following information: v The cmatmsummary.log file. v The cmatm_init.log file v Procedures to solve installation problems. The cmatmsummary.log File All the messages generated by the installation program and the silent installation are written into the cmatmsummary.log file located into the temporary directory of the operating system. When the installation program completes, the Installation Complete dialog is displayed showing a completion message. If an error occurs then an error message is displayed. You can find a detailed explanation of the errors in the cmatmsummary.log file. The cmatm_init.log File When you install the IBM Tivoli Configuration Manager for Automated Teller Machines using the Tivoli desktop or the command line the messages generated by the installation are written into the cmatm_init.log file located in the $DBDIR/tmp directory. Message: Unable to locate the Tivoli server If you are installing the product using the installation program and you receive the following message, Unable to locate the Tivoli server verify that: v You are installing on a Tivoli server. If you are not running the installation from a Tivoli server, perform the following steps: 1. Stop the installation process. 2. Restart the installation process from a Tivoli server. v The Object Dispatcher service is running, by using the following command: odadmin odlist If you receive the following message, then the object dispatcher is not running: odadmin:frwog0014e destination dispatcher unavailable perform the following steps: 1. Start the Object Dispatcher. 2. On the Unable to locate the Tivoli server dialog, click Back. Chapter 2. Troubleshooting Problems 5

18 Checking RIM 3. On the License Agreement dialog, click Next. Message: Unable to connect to the database If you are performing the installation of IBM Tivoli Configuration Manager for Automated Teller Machines version 2.1 using the installation program and you receive the following message: Unable to connect to the database perform the following steps: 1. In the Unable to connect to the database dialog, click Back. 2. Verify that the path specified in the Database path text box corresponds to the path where the client database is installed on your workstation. 3. Verify that the password specified in the Database user password text box is correct. 4. Click OK. Troubleshooting configuration problems This section shows how to solve configuration problems related to the automated teller machines. Before using the procedures described in this section verify that your problem is not related to the problems described in Common troubleshooting techniques on page 3. To solve configuration problems, perform the following actions: v Check that the automated teller machine has been configured properly by analyzing the ATM_configuration.2.1.log file, located in the $BINDIR/../generic/ TME/sst/ntxfs/logs directory. If you also installed Fix Pack 1, check the ATM_Configuration_Fix.v2.1.FP01.log file, located in the $BINDIR/../generic/ TME/sst/ntxfs/logs directory. These files contain all the problems found during the configuration of the automated teller machine. If you installed Fix Pack 1, ensure that both ATM_Configuration.2.1 and ATM_Configuration_Fix.v2.1.FP01 software packages have been installed correctly. Note: If you changed the log file path in the ATM_Configuration.2.1 or ATM_Configuration_Fix.v2.1.FP01 software packages, check the log file you specified in the Software Package Properties window. v Verify that the XFS manager and the service provider software are installed and that the logical services for the automated teller machine peripheral devices are configured. v Ensure that the file system on the automated teller machine is not full. v Ensure that you installed the IBM Tivoli Configuration Manager for Software Distribution Gateway, Version 4.2 or later to work with Tivoli Configuration Manager for Automated Teller Machines, Version 2.1 and IBM Tivoli Configuration Manager for Software Distribution Gateway, Version to work with Tivoli Configuration Manager for Automated Teller Machines, Version 2.1, Fix Pack 1. Troubleshooting a failed activity plan If you submitted the ATM_Configuration_Plan.2.1 plan and the final status shown in the Activity Plan Monitor window is failed, verify that you have added subscribers to the CM_ATM_Configuration profile manager as described in the IBM Tivoli Configuration Manager for Automated Teller Machine: User's Guide. 6 IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide

19 Troubleshooting a Failed Activity Plan If you submitted the ATM_Configuration_Fix_Plan.v2.1.FP01.xml plan, even if the final status shown in the Activity Plan Monitor window is failed, the configuration and scan of the automated teller machines might be successful. This is because the first activity distributes the software package that configures automated teller machines using XFS 2.0. If you have already installed IBM Tivoli Configuration Manager for Automated Teller Machines, Version 2.1 on old targets, the first activity fails because the software package was previously installed. The second activity installs the software package of the Fix Pack 1 on the new targets regardless of the XFS version. Troubleshooting inventory problems This section describes how to solve inventory problems related to the automated teller machines. Before using the procedures described in this section verify that your problem is not related to the problems described in Common troubleshooting techniques on page 3 and enable the trace as described in Enabling the Inventory trace. The most common inventory problems related to the automated teller machines are: v The inventory scan failed. See Checking for a failed inventory scan on page 8. v There is no data in the ATM_Queries queries. See Checking for Missing Data in the ATM_Queries Queries on page 8. Enabling the Inventory trace IBM Tivoli Configuration Manager for Automated Teller Machines, Version 2.1 provides a trace process to diagnose problems related to the inventory scanner provided to collect automated teller machines devices information. You can set four different levels of traces: OFF No trace process is set. MIN Only the error messages are reported. This is the default value. MID Error and warning messages are reported. MAX Error, warning, and informational messages are reported. To set the different levels of trace, customize the sstntxfstrace.xml file by setting the <FILE>MIN</FILE> row to one of the above values. You can customize the sstxfstrace.xml file directly on the automated teller machine, or on the Tivoli server and then apply the change to different automated teller machines installing the first package named ATM_Configuration.2.1. On an automated teller machine To change the trace value on an automated teller machine, perform the following steps: 1. Open the sstxfstrace.xml file located in the %SystemRoot%\tivoli_sst\sstntxfs directory. 2. Set the <FILE>MIN</FILE> row to MID or MAX as follows: <FILE>MID</FILE> From the Tivoli server To change the trace level on several automated teller machines simultaneously, perform the following steps from the Tivoli server: 1. Open the sstxfstrace.xml file located in the $BINDIR/../generic/TME/sst/ ntxfs/w32-ix86 directory. 2. Set the <FILE>MIN</FILE> row to MID or MAX as follows: <FILE>MID</FILE> Chapter 2. Troubleshooting Problems 7

20 Troubleshooting Inventory Problems 3. Distribute the ATM_Configuration.2.1 profile as described in the IBM Tivoli Configuration Manager for Automated Teller Machine: User's Guide. After the distribution completes successfully the trace process is active with the level you set on all the automated teller machines to which you distributed the profile. Checking for a failed inventory scan If the inventory scan failed, perform the following actions: v In the Tivoli desktop, verify the messages contained in the Inventory Notice. If the Inventory Notice contains error messages, perform the actions described in the System Action section of the error message. v Verify that the ATM_configuration.2.1 and ATM_Configuration_Fix.v2.1.FP01 software packages have been correctly distributed to the automated teller machines. Refer to the IBM Tivoli Configuration Manager for Automated Teller Machine: User's Guide for a detailed explanation on how to perform this task. v Verify that the IBM Tivoli Configuration Manager, Version Inventory Gateway component has been installed. Refer to the IBM Tivoli Configuration Manager: Planning and Installation for a detailed explanation on how to perform this task. v Ensure that the IBM Tivoli Configuration Manager for Automated Teller Machines configuration repository schema has been installed in the Inventory database and updated to the fix pack 1 level. Refer to the IBM Tivoli Configuration Manager for Automated Teller Machine: User's Guide for a detailed explanation. v At the automated teller machine: Ensure that the IBM Tivoli Configuration Manager for Automated Teller Machines scanner program (sstntxfsscan.exe) and the and the cmxfs20.dll, cmxfs303.dll, cmxfs302.dll libraries are located in the %LCFDIR%\inv\SCAN directory. Where %LCFDIR% is the endpoint installation path. Verify that you are logged on to the automated teller machine when the scan is run. Verify that a MIF file is produced if you run the scanner program manually from a command prompt. For more information about troubleshooting inventory problems, refer to the Troubleshooting Tivoli Using the Latest Features, Using Databases with Tivoli Applications and RIM, and the IBM Tivoli Configuration Manager: User s Guide for Inventory. Checking for Missing Data in the ATM_Queries Queries If you cannot find some data in the ATM_Queries queries for a specific automated teller machine, perform the following steps: v Verify that the sstntxfs.mif file reports all the data related to the Inventory scan. You can also check the sst_nt_xfs_scan.trace file to look for some processing problems. Both these files are located in the%lcfdir%\inv\scan directory. v Ensure that any non-standard service class names for your automated teller machine devices have been mapped to standard service class names using the IBM Tivoli Configuration Manager for Automated Teller Machines alias file. For more information, refer to IBM Tivoli Configuration Manager for Automated Teller Machine: User's Guide. v Ensure that the IBM Tivoli Configuration Manager for Automated Teller Machines configuration repository schema has been installed in the Inventory 8 IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide

21 Troubleshooting Inventory Problems database and updated to the fix pack 1 level. Refer to the IBM Tivoli Configuration Manager for Automated Teller Machine: User's Guide for a detailed explanation. Chapter 2. Troubleshooting Problems 9

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23 Chapter 3. Messages This chapter contains message help information for all messages issued by IBM Tivoli Configuration Manager for Automated Teller Machines. The messages are listed in alphanumeric order. This chapter describes the format of the message, the meaning of the message, and the action required to solve the problem described in the message. Some messages refer only to the IBM Tivoli Configuration Manager for Automated Teller Machines version 2.1 installation methods and not to the fix pack. Message Format This section explains the format of the message that is displayed on your screen or written in a log file. Each message consists of a message number and message text. Message Number IBM Tivoli Configuration Manager for Automated Teller Machines messages have the following format: CMAnnnnC where the parts of the message are as follows: CMA The product prefix. nnnn A unique numeric identifier. C The severity code indicator: I Informational. Informational messages provide users information or feedback about normal events that have occurred or are occurring, or request information from users in cases where the outcome will not be negative, regardless of the response. Examples: v Installation succeeded. v A fresh installation is performed. Note: Informational messages issued by IBM Tivoli Configuration Manager for Automated Teller Machines are not documented in this manual, as they are complete in themselves and require no further information or explanation. W Warning: Warning messages indicate that potentially undesirable conditions have occurred or could occur, but the program can continue. Warning messages often ask users to make decisions before processing continues. E Error: Error messages indicate problems that require intervention or correction before the program can continue. Examples: v Missing product prerequisites. v Insufficient disk space. Copyright IBM Corp. 2000,

24 Message Format Message Message Text Every attempt has been made to represent the message text exactly as it appears to the user in the displayed or written message. Any differences that occur are occasioned by the different layout of the book (in two columns) with respect to the message display panel or log. Help The message help provided in this book is divided into sections. Some of these sections are always present, while some may be present in some contexts, but not in others. Explanation This expands the message text, where necessary to explain fully the circumstances in which the message is issued. This section is always present, even if sometimes it just refers you back to the message text, to which there is nothing to add. Message Variables This contains a list of the variables used in the message text, with their meanings. It is only present if there are variables to document. System Action This tells you what the system has done after finding the situation described in the message. It is always present. For example, for most validation errors, the system does not process the requested operation, but for an operation that uses an input file, it may have successfully processed some operations but not others this section will tell you. Operator Response This tells you what action needs to be performed to resolve the problem. See This provides a reference to other documentation that may provide background material or describe a process in detail. It is not always present. 12 IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide

25 Messages Issued by the Product Messages Issued by the Product CMA0001E Insufficient privileges to perform the installation Explanation: You do not have sufficient privileges to perform the installation. System action: The operation failed. Operator response: The installation can only be performed by a user with administrator privileges. Log on as an administrator user. CMA0002E Unsupported platform Explanation: You are performing the installation on a platform that is not supported. System action: The operation failed. Operator response: Perform the installation on a supported platform. Refer to the IBM Tivoli Configuration Manager for Automated Teller Machine: Release Notes for detailed information on the supported platform. CMA0003E Unable to locate the Tivoli server Explanation: The Object Dispatcher service is not running or you are not performing the installation on a Tivoli server. System action: The operation failed. Operator response: Restart the Object Dispatcher or ensure you are performing the installation on a Tivoli server. See: Message: Unable to locate the Tivoli server on page 5 for the steps to perform to solve the error. CMA0004E Missing product prerequisites Explanation: The prerequisite products have not been installed. System action: The operation failed. Operator response: The following products must be installed before installing Fix Pack 1: v Tivoli Management Framework, Version v IBM Tivoli Configuration Manager Inventory Server, Version component v IBM Tivoli Configuration Manager Software Distribution Server, Version component Install any missing products and then proceed with the installation. CMA0005E Insufficient disk space Explanation: There is not enough available disk space in the specified installation directory to complete the installation. System action: The operation failed. Operator response: The product installation requires 5 megabytes. Free up disk space in the installation directory. CMA0009E Unable to connect to the database Explanation: Unable to connect to the specified database using the specified user and password. System action: The operation failed. Operator response: Verify that the information specified is correct. See: Message: Unable to connect to the database on page 6 for the steps you need to perform to solve the error. CMA00010E Unable to find the default Inventory RIM Explanation: The invdh_1 Inventory RIM was not found. You cannot run the schema script. System action: The operation failed. Operator response: To continue with the installation choose the No configuration option. After the installation completes configure the Inventory Configuration repository. See: The IBM Tivoli Configuration Manager for Automated Teller Machine: User's Guide for a detailed explanation on how to configure the Inventory Configuration Repository. CMA00011E Installation Cancelled Explanation: You have requested to cancel the installation before its completion. System action: The operation failed. Operator response: Analyze the cmatmsummary.log file located in the temporary directory of the operating system to verify where the installation stopped. CMA00012E Installation Failed Explanation: Installation failed. System action: The operation failed. Operator response: Analyze the cmatmsummary.log file located in the temporary directory of the operating system. Chapter 3. Messages 13

26 Messages Issued by the Product 14 IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide

27 Appendix A. Accessibility Accessibility features help users with physical disabilities, such as restricted mobility or limited vision, to use software products successfully. The major accessibility features in this product enable users to do the following: v Use assistive technologies, such as screen-reader software and digital speech synthesizer, to hear what is displayed on the screen. Consult the product documentation of the assistive technology for details on using those technologies with this product. v Operate specific or equivalent features using only the keyboard. v Magnify what is displayed on the screen. In addition, the product documentation was modified to include features to aid accessibility: v All documentation is available in both HTML and convertible PDF formats to give the maximum opportunity for users to apply screen-reader software. v All images in the documentation are provided with alternative text so that users with vision impairments can understand the contents of the images. Navigating the interface using the keyboard Standard shortcut and accelerator keys are used by the product and are documented by the operating system. Refer to the documentation provided by your operating system for more information. You can use key combinations to perform operations that can also be done through mouse actions. Many menu actions can be initiated from the keyboard. In those cases, the keyboard equivalent appears to the right of the menu item or the shortcut letter is underlined. Magnifying what is displayed on the screen You can enlarge information on the product windows using facilities provided by the operating systems on which the product is run. For example, in a Microsoft Windows environment, you can lower the resolution of the screen to enlarge the font sizes of the text on the screen. Refer to the documentation provided by your operating system for more information. Copyright IBM Corp. 2000,

28 16 IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide

29 Appendix B. Support information If you have a problem with your IBM software, you want to resolve it quickly. This section describes the following options for obtaining support for IBM software products: v Searching knowledge bases v Obtaining fixes Searching knowledge bases v Receiving weekly support updates on page 18 v Contacting IBM Software Support on page 18 You can search the available knowledge bases to determine whether your problem was already encountered and is already documented. Searching the information center IBM provides extensive documentation that can be installed on your local computer or on an intranet server. You can use the search function of this information center to query conceptual information, instructions for completing tasks, and reference information. Searching the Internet If you cannot find an answer to your question in the information center, search the Internet for the latest, most complete information that might help you resolve your problem. To search multiple Internet resources for your product, use the Web search topic in your information center. In the navigation frame, click Troubleshooting and support Searching knowledge bases and select Web search. From this topic, you can search a variety of resources, including the following: v IBM technotes v IBM downloads v IBM Redbooks v IBM developerworks v Forums and newsgroups v Google Obtaining fixes A product fix might be available to resolve your problem. To determine what fixes are available for your IBM software product, follow these steps: 1. Go to the IBM Software Support Web site at support. 2. Click Downloads and drivers in the Support topics section. 3. Select the Software category. 4. Select a product in the Sub-category list. 5. In the Find downloads and drivers by product section, select one software category from the Category list. Copyright IBM Corp. 2000,

30 6. Select one product from the Sub-category list. 7. Type more search terms in the Search within results if you want to refine your search. 8. Click Search. 9. From the list of downloads returned by your search, click the name of a fix to read the description of the fix and to optionally download the fix. For more information about the types of fixes that are available, see the IBM Software Support Handbook at handbook.html. Receiving weekly support updates To receive weekly notifications about fixes and other software support news, follow these steps: 1. Go to the IBM Software Support Web site at support. 2. Click My support in the upper right corner of the page. 3. If you have already registered for My support, sign in and skip to the next step. If you have not registered, click register now. Complete the registration form using your address as your IBM ID and click Submit. 4. Click Edit profile. 5. In the Products list, select Software. A second list is displayed. 6. In the second list, select a product segment, for example, Application servers. A third list is displayed. 7. In the third list, select a product sub-segment, for example, Distributed Application & Web Servers. A list of applicable products is displayed. 8. Select the products for which you want to receive updates, for example, IBM HTTP Server and WebSphere Application Server. 9. Click Add products. 10. After selecting all products that are of interest to you, click Subscribe to on the Edit profile tab. 11. Select Please send these documents by weekly Update your address as needed. 13. In the Documents list, select Software. 14. Select the types of documents that you want to receive information about. 15. Click Update. If you experience problems with the My support feature, you can obtain help in one of the following ways: Online Send an message to erchelp@ca.ibm.com, describing your problem. By phone Call IBM-4You ( ). Contacting IBM Software Support IBM Software Support provides assistance with product defects. 18 IBM Tivoli Configuration Manager for Automated Teller Machines Problem Determination Guide

31 Before contacting IBM Software Support, your company must have an active IBM software maintenance contract, and you must be authorized to submit problems to IBM. The type of software maintenance contract that you need depends on the type of product you have: v For IBM distributed software products (including, but not limited to, Tivoli, Lotus, and Rational products, as well as DB2 and WebSphere products that run on Windows, or UNIX operating systems), enroll in Passport Advantage in one of the following ways: Online Go to the Passport Advantage Web site at services/passport.nsf/ WebDocs/Passport_Advantage_Home and click How to Enroll. By phone For the phone number to call in your country, go to the IBM Software Support Web site at contacts.html and click the name of your geographic region. v For customers with Subscription and Support (S & S) contracts, go to the Software Service Request Web site at login. v For customers with IBMLink, CATIA, Linux, S/390, iseries, pseries, zseries, and other support agreements, go to the IBM Support Line Web site at v For IBM eserver software products (including, but not limited to, DB2 and WebSphere products that run in zseries, pseries, and iseries environments), you can purchase a software maintenance agreement by working directly with an IBM sales representative or an IBM Business Partner. For more information about support for eserver software products, go to the IBM Technical Support Advantage Web site at If you are not sure what type of software maintenance contract you need, call IBMSERV ( ) in the United States. From other countries, go to the contacts page of the IBM Software Support Handbook on the Web at and click the name of your geographic region for phone numbers of people who provide support for your location. To contact IBM Software support, follow these steps: 1. Determining the business impact 2. Describing problems and gathering information on page Submitting problems on page 20 Determining the business impact When you report a problem to IBM, you are asked to supply a severity level. Therefore, you need to understand and assess the business impact of the problem that you are reporting. Use the following criteria: Severity 1 The problem has a critical business impact. You are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution. Severity 2 The problem has a significant business impact. The program is usable, but it is severely limited. Appendix B. Support information 19